Digital Excellence Monitor Energy

Welcome to the 2018 edition of the Digital Excellence Monitor, the ultimate annual digital customer experience benchmark of The Netherlands. This year, we’re seeing an interesting shift in the desktop energy study: ENGIE-Energie.nl and Gaslicht.com are charging up the ranking. With a final score of 78, Engie forces last year’s winner, Greenchoice.nl, back to second place. On smartphone, Greenchoice.nl remains far ahead of the competition: with a final score of 7.9, they far outperform the Netherlands’ energy giants. Download the complete report for the analysis, winners’ quotes, and 13 Best Practices.

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Rankings Energy Consumer

Desktop

Smartphone

Rankings Energy Business

Desktop

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Response from winners ENGIE, Greenchoice and Eneco

Mark Strolenberg - Engie

“We set great store by customer research, and I’m happily surprised to see visitors find our website to be best. With an online team, we work hard on presenting ENGIE and our product offer in an attractive way. The fact that customers can select their own sustainable energy from their areas and can use ENGIE to make their homes more sustainable also ensures we’ve got a lot more to offer now than just the sale of gas and electricity. The Digital Customer Experience is very important to us; this appreciation motivates us to keep investing in an attractive website and app.”

Mark Strolenberg, Product Owner Digital - ENGIE
Didy Bos - Greenchoice

“It gives us so much energy to know we’re able to provide the best digital experience for our consumers. The key to success is that we truly listen to the customer, we’re open to feedback, and we want to realize a digital experience that’s better and better every day. That we excel on mobile proves that it pays to take all aspects of the customer journey into account. Because we want to give our website visitors the very best experience on mobile, too.”

Didy Bos, Senior Marketeer - Greenchoice
Floor Bosscha - Eneco

“We’re incredibly happy with this number 1 ranking. For us, this is the perfect encouragement to continue with what we started with Eneco Business a year and a half ago. Constructing a continuously improving Customer Experience by working closely together with both our customers and our employees on the phones. All the insights we gain online, all the user data we collect, and all the feedback we receive, are all constantly viewed, weighed, and translated to concrete adjustments. Additionally, we spend a lot of time trying to be better at understanding the true customer needs, to make our online service even more relevant.”

Floor Bosscha, Product Owner Digital - Eneco Business

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Fill out your name and email address below, and download the complete Digital Excellence Monitor 2018 Report (Dutch) for free:

What you can expect:

  • Best practices from each industry on the three themes

  • Over 80 pages filled with insights and inspiration to excel in digital

  • Receive emails with more valuable insights in the coming weeks

  • The option to sign up for a free Digital Excellence Masterclass

Preview of the report:

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View the Rankings per Industry

The Digital Excellence Monitor 2018 is a benchmark report that offers insight into the customer experience of Dutch consumers for the purchase of a product or service in 7 important industries that WUA has studied (in 2017 – 2018). Here, you can view the rankings for each industry. Download the complete report for the analysis, winners’ quotes, and 13 Best Practices for all 7 industries.

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Insurance

Never before was there a Golden Winner in the WUA Benchmark. Now, that moment has come: for the 10thtime in a row, ANWB.nl is crowned the winner of the study on car insurance. A unique achievement! The website also performs well in user experience: this year, ANWB.nl gets the best overall scores of the entire insurance industry. ANWB also takes the lead on smartphone.

Go to Insurance
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Automotive

They’ve got it worked out: private car lease with ANWB. They score high on Brand in the 6 studies WUA conducted this year in the private lease market. After the insurance industry and the travel industry, ANWB.nl is also the best on Brand in the automotive industry. On smartphone, they score no less than 5 points above Athlon.com on Brand.

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Finance

Rabobank.nl takes the lead on desktop, and makes its comeback this year in all of the 10 finance studies WUA conducted this year. We also see remarkable results with ASNBank.nl: they’re the winners on smartphone, and rise an astounding 20 places compared to last year. In the orientation on a checking and savings account, ASN gets the highest scores on both Offer and Brand.

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Digital Excellence Monitor Telecom 2018 Thumnail

Telecom

A broad range of devices and subscriptions, excellent use of (Dutch) language, and a tastefully designed product detail page. These are a sampling of the points that lead to high scores on customer experience for the number 1 in the telecom industry, KPN.com. On smartphone, Telfort.nl wins. On Brand, it even slightly outperforms the well-known KPN. But on Offer, too, Telfort.nl performs well.

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Travel

Mostly thanks to its incredibly solid brand, ANWBCamping.nl is the best in the travel industry on smartphone. The impressive score of 86 on Brand was the result in the study on going camping in France. The confidence in the classic ANWB brand remains huge, as we can also see in the automotive and insurance industries. Consumers also feel like the offer is broad.

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B2B

Comparing all business studies we’ve done this year, we can see remarkable differences between industries. Energy providers, for example, perform relatively well, whereas the car industry is less stellar in customer experience.

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Digital Excellence Monitor 2018 Composed Of

We believe in benchmarking. You can learn, not only from the winner within a journey, but also from high-scoring websites within and outside of your industry. This WUA Digital Excellence Monitor 2018 report is based on the results of the Web Performance Scans WUA conducted between August 2017 and July 2018.

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